Totango

FEBRUARY 25, 2019

We are excited to announce the new Customer Success Summit Conference for 2019, an evolution of our premier industry event for customer success thought leaders, practitioners and visionaries. Customer Success Summit Conference Global Executive Forum. Here’s everything you need to know. Where: Napa, CA.

Conference 49

Conference Customer Success Customer Centricity Leadership 49

Gainsight

SEPTEMBER 28, 2020

Gainsight was fortunate enough to “be in the room” at Industry , one of Product Managers’ largest conferences. One way to solve this challenge is to use customer surveys which can allow you to normalize all the feedback to determine the next best course of action.

Conference 66

Conference Industry Metrics Effort Score 66

ChurnZero

MARCH 3, 2020

Top 10 Must Attend Conferences in 2020 for Customer Success Professionals. I’m not talking about a vacation (although those days off are also oh so very important) but I’m talking about, stepping out of the office for a day or two to attend a conference. SaaStock North America Date: June 22-24, 2020 Location: San Francisco.

Conference 72

Conference Customer Success Chief Customer Officer Return on Investment 72

Beyond Philosophy

JANUARY 25, 2024

If leadership could define the various responsibilities and how they feed into the larger process, departments could see the bigger picture. Be More Customer Centric in Your Organization Justin’s video makes a lot of excellent points, including the overarching theme about adopting a customer-centric strategy in the organization.

Sports 78

Sports Customer Experience Customer Centricity Conference 78

CloudCherry

DECEMBER 12, 2017

Disruptive Customer Experience Management platform CloudCherry has appointed Deborah Eastman, a thought leader in the Customer Experience space, as part of its board of directors. Previously, she was with Satmetrix as the Chief Customer Officer, consulting with top organizations to adopt NPS and build a customer-centric business.

Chief Customer Officer 150

Chief Customer Officer Customer Experience NPS Customer Centricity 150

TechSee

JUNE 16, 2022

Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. Tom Hinds, SVP Customer Engagement at Advocate Aurora Health.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Help Scout

JUNE 5, 2019

It’s likely not a surprise to you that putting your customer first is good for business. But building a customer-centric marketing strategy for your business can be difficult. The good news is that putting in the work to deliver customer-centric marketing pays off. What is customer-centric marketing?

Customer Centricity 40

Customer Centricity Strategy Marketing Leadership 40

Zeisler Consulting

FEBRUARY 16, 2021

He and his leadership team talked a good game about Customer centricity, and the rest of the team seemed (at least from his perspective) to be on board with that. See, those of us in the profession of Customer Experience can see sprouts of even a nascent CX program and appreciate the work for what it is: A good start.

Customer Centricity 72

Customer Centricity Culture Leadership Survey 72

Beyond Philosophy

DECEMBER 14, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. For both inspiration and answers regarding the best and most effective approaches to apply, I turned to trailblazing ideas of the two “Fathers of Servant Leadership”, Max De Pree and Robert Greenleaf. Michael Lowenstein, Ph.D., Scott Peck.

Leadership 60

Leadership Customer Centricity Airlines Hotels 60

Beyond Philosophy

AUGUST 13, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. For both inspiration and answers regarding the best and most effective approaches to apply, I turned to trailblazing ideas of the two “Fathers of Servant Leadership”, Max De Pree and Robert Greenleaf. Michael Lowenstein, Ph.D., Scott Peck.

Leadership 60

Leadership Customer Centricity Airlines Hotels 60

Beyond Philosophy

NOVEMBER 24, 2014

Defining these areas implies knowing what the Customer’s Expectations are. Most organizations know what their Customer rational expectations are. How this is done and why it’s important are well known to all involved in the most Customer-Centric companies. What might have been enough last year, is not enough this year.

Customer Expectations 167

Customer Expectations Net Promoter Score Customer Centricity CEM 167

Beyond Philosophy

JULY 5, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. It’s notable that, at this more evolved and advanced stage of enterprise customer-centricity, complaints are thought of more in terms of a life cycle component, and recovery is more of a strategy than resolution: Customer Obsession. Michael Lowenstein, Ph.D.,

Customer Centricity 60

Customer Centricity Omni-Channel Company Banking 60

Zeisler Consulting

MARCH 5, 2024

The philosophy, some companies seem to have, is that Customers will tire out if they’re told ‘no’ enough times as we escalate. How’s that for being Customer-centric? Last year I stayed at a resort for a conference and there was some confusion about the room rate.

Hotels 93

Hotels Conference Policies Customer Centricity 93

Alliance by IFS

SEPTEMBER 14, 2019

This year’s Smarter Services™ Symposium leadership conference , September 16-18 in Chicago, will bring together more than 250 manager and VP-level service leaders to share and learn from one another’s executive leadership experiences. Previewing This Year’s Executive Leadership Conference Agenda.

Meeting 62

Meeting Conference Customer Journeys Self Service 62

ShepHyken

JANUARY 30, 2023

According to the State of Experience & Service Report, here are the most important customer-centric objectives for 2023: Analyzing and using customer feedback. ” About: Josh Wheeler is the Strategic Director for Reuters Events Customer Service & Experience portfolio.

e-support 62

e-support Healthcare Conference ROI 62

Beyond Philosophy

NOVEMBER 10, 2014

Being Customer-Centric requires rewarding those that contribute to Customer-Centricity. Too many organizations are still not rewarding Customer Experience improvement because they don’t measure it. Focusing on rewarding these, however, is not conducive to Customer Centricity.

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

West Monroe

MARCH 7, 2024

Featuring Why is customer centricity important? Tiffani Bova, Global Growth and Innovation Evangelist at Salesforce: “Customer centricity is about paying attention to those customers that obviously have the opportunity for higher profitability and more sales and more revenue, but not at the expense of everything else.

Innovation 52

Innovation ROI Customer Centricity Conference 52

ShepHyken

MARCH 18, 2019

1 0 Tips to Build a Customer Centric Work Culture by Vandita Grover. MarTech Advisor) We list 10 customer experience (CX) tips that will establish customer centricity as the core philosophy of your organization and help create a customer-focused environment across your company.

Net Promoter Score 87

Net Promoter Score Customer Service Omni-Channel Customer Centricity 87

Experience Investigators by 360Connext

MAY 17, 2018

Leadership is starting to catch up, but their understanding of CX varies greatly! Organizational leadership is beginning to realize that CX requires investment. The long, painful process of turning the idea of customer-centricity into a reality was a consistent drumbeat. So how will you get your leadership to understand?

Leadership 161

Leadership Culture Customer Experience Professionals Customer Centricity 161

CSM Magazine

OCTOBER 18, 2022

“Calabrio is leading the charge in removing the roadblocks our customers face and enabling the contact centre to be the brand guardians that they are meant to be. I am beyond excited to be joining a company with such a passion for customer success. Dave’s experience reaffirms this long-standing Calabrio mindset.”. About Calabrio.

Customer Success 52

Customer Success e-support Contact Center Customer Service 52

Peter Lavers

FEBRUARY 21, 2019

What were the key themes coming out of my coverage of February’s IBM’s showcase global conference Think 2019 in San Francisco? Think is IBM’s flagship conference designed to deliver all the technical training, strategic expertise, and impactful lessons that a company needs to compete in today’s changing world.

Conference 66

Conference Leadership Culture Customer Centricity 66

CSM Magazine

OCTOBER 18, 2022

“Calabrio is leading the charge in removing the roadblocks our customers face and enabling the contact centre to be the brand guardians that they are meant to be. I am beyond excited to be joining a company with such a passion for customer success. Dave’s experience reaffirms this long-standing Calabrio mindset.”. About Calabrio.

Customer Service 52

Customer Service e-support Contact Center Conference 52

Beyond Philosophy

OCTOBER 8, 2014

Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization. They have Customer-centric leadership. It’s great that their new CEO, Dan Shulman is coming from American Express, a highly Customer-centric company.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

Russel Lolacher

MARCH 2, 2021

Our focus is to be both proactive and reactive in our customer service, providing timely customer responses while also using that qualitative data to inform our content marketing. Good leadership hasn’t changed. A small, intimate conference focusing on productivity and mindset. It’s just tested under these circumstances.

Social Media 52

Social Media Government Customer Care Transportation 52

Beyond Philosophy

OCTOBER 28, 2014

All the little parts along the way in your experience are what make a Customer experience Customer-Centric. Putting the Customer first in everything you do applies to every part of your organization, from the way you greet them to the way you bill them. Conclusion: Customers want it, whether you want to do it or not.

Net Promoter Score 120

Net Promoter Score Customer Experience How To CEM 120

Russel Lolacher

NOVEMBER 28, 2022

He’s a former member of the Leadership Council for Government Social Media and member of the board of directors for the Peninsula Conflict Resolution Centre. I mean, you’re talking stories, you’re talking about leadership. A frequent speaker and writer on engagement. . I don’t like that feeling. Chris Hsiung.

Culture 98

Culture Connections Leadership Communication 98

Gainsight

AUGUST 18, 2022

New features enable digital-led customer collaboration, AI-optimized customer success management, and customer-centric product innovation. . Pulse , Gainsight’s annual conference, offers inspiring, strategic discussions for Customer, Product, and Community professionals. Thought leadership.

Effort Score 52

Effort Score e-support Leadership Customer Journeys 52

Beyond Philosophy

AUGUST 17, 2023

Pine says he was inspired by Norton’s article in the Strategy and Leadership Journal when Norton wrote that “experience was time well spent.” Pine picked up this idea from a speaker at a conference where Pine was also giving a presentation. In many ways, anticipating what a customer will do saves time.

Self Service 78

Self Service Hospitality Video Customers 78

ijgolding

JULY 18, 2018

During the last ten years, I have attended many Customer Experience (CX) events around the globe. In the early part of that decade, I would always leave conferences with at least one ‘nugget’ of inspiration. As the decade moved on, the search for ‘gold’ has become tougher and tougher.

Self Service 123

Self Service Customer Service Customer Experience Groups 123

RapportBoost

DECEMBER 10, 2018

Nate, that button you mentioned, just to clarify, I think I have seen you demonstrate this at conferences, this is like an actual, physical button, right? So you can find customer experience update on Twitter; @cxupdate or if you are more contact center focused, you can find customer contact central; @cust_contact.

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40

C Space

OCTOBER 8, 2021

Merck won the Future Back Award , which is given to a program that has used foresight to get ahead of changing customer expectation and has led to impact on business or customer outcomes. Merck maintained market leadership by co-creating and evaluating future oncology treatment scenarios. Notes to editors.

Financial 69

Financial Banking Customer Centricity Consumers 69

Chadwick Martin Bailey

JULY 21, 2020

In terms of the conference itself, the newly virtual event meant remote video sessions, online connections, and every now and then earning a merit badge. the event offered of great thought leadership, insights, and ideas, as well as many excellent learning and networking opportunities. Although not without its quirks (get it?),

Conference 83

Conference Case Study Consumers Leadership 83

Second to None

APRIL 17, 2018

brands that complete this style of service need to make sure that their associates are maintaining the customer experience laid out by brand leadership. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences.

Measurement 59

Measurement Customer Service Leadership Ecommerce 59

Totango

APRIL 25, 2019

Leaders of customer success convened at beautiful Carneros Resort in Napa Valley last week for Totango’s inaugural invite-only Global Executive Forum, the first event of its 2019 Customer Success Summit Conference. . Deepak Sharma – Customer Success Leader, Deloitte. With an amazing NPS score of 87.5,

NPS 54

NPS Connections Customer Centricity Customer Success 54

Customer Bliss

MARCH 28, 2018

Having the whole company and different departments understand how customers measure value is important. When I was first starting out, there weren’t as many books and conferences, but now we have more resources that I wish I had access to this earlier. Business to Business Customer Experience Leadership with Tabitha Dunn.

B2B 171

B2B Chief Customer Officer Net Promoter Score Culture 171

Experience Investigators by 360Connext

MARCH 9, 2015

There are plenty of groups on LinkedIn focused on customer experience, and some of them are great and some of them are not-so-great. If you are trying to become a customer-centric leader at a bank, that can be very different than an independent bookstore. Whether or not your title says it, your leadership is needed!

Customer Experience 110

Customer Experience Chief Customer Officer Customer Experience Professionals Resources 110

Customer Guru

AUGUST 8, 2018

Amanda is a highly experienced customer experience consultant, adviser, and writer. She has helped organizations of all sizes and sectors transform themselves into customer-centric ones. His areas of expertise, among others, are customer acquisition, customer development, and customer loyalty.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130